Session Description

A customer writes an e-mail to inquire about an order for fabric. The person who receives it replies and says they will follow up. They don't. The customer (who's had a long day) calls in and talks to someone else. The second person has no information about the e-mail that was sent, what was said or who said it. Suddenly a simple customer inquiry becomes a lightning rod for complaints about service, poor company image and damaged reputation. A minor textile trauma isn't likely to hurt anyone in the long run, but what if the inquiry was about an unwell child at school? A loan or payment? A deadline in a legal case? Ensuring critical client communications are available to all relevant staff is a cornerstone of effective customer service. FileMaker solutions are readily extended to help manage the dialogue between staff and customers. This session explores how solutions can benefit from centralized communication, where the best place is to start, what technologies are available to make it happen, and how to ensure that users don't wander back to their e-mail clients and mobile phones.

Products & Technologies

FileMaker Pro

FileMaker Go

FileMaker Server

Plug-Ins

What You Will Learn

Identify where and when e-mail, chat, SMS and social media interaction should be stored

Increase staff efficiency and reduce risk with a program of unified communications

Use FileMaker to attain the holy grail of a single point of storage for business communication

Win the hearts and minds of users (whilst breaking their e-mail addiction)